The time has come for flexible scheduling, especially for contact centers where inflexible scheduling practices are a top driver of agent dissatisfaction and attrition. There are many approaches to ...

MINNEAPOLIS--(BUSINESS WIRE)--Today, Calabrio, the customer experience intelligence company, announced the extension of its self-scheduling features available in Calabrio Workforce Management (WFM).

The impact of agentic AI agents on human agents is largely an open question, given how little such solutions are currently deployed in call centers. Assembled’s solution for automating human employee ...

When multiple AI agents compete instead of collaborating, the problem isn’t the agents — it’s the missing spine that connects them. Our multi-agent AI system was impressive in demos. One agent handled ...

Taction, a call center outsourcing company, had worked with its own workforce management forecasting tool for more than 20 years, but the company recognized that this spreadsheet-based forecasting ...